On Thursday, March 19, 2009, I arrived slightly late to my scheduled 12:45PM appointment at Sound Medical Associates (Groton, CT location) for a new patient physical. Upon arriving, the administrative clerks took just less than a minute to start gathering my information. I was searching through my wallet for my medical card for at least one minute during this time also. The clerk made a remark that I was late but Dr. Patel agreed to still provide service. I agreed and was handed paperwork to begin filling out. She had said I was supposed to be there early to fill this paperwork out and that she called to let me know of this. She was unnecessarily expressing exaggerated frustration with a snobbish tone in her voice.
I then asked, "What time is my appointment? 12:45? What time is it now?"
She said, "It's five till."
As I looked down at my blackberry which is linked to the time of the AT&T network, it said 12:48pm. So I said, "My clock says it's 12:48."
She then says with a snobbish tone again, "Well, we go by our clock."
So I said, "You know what? Can I cancel my appointment?"
She said, "Why do you want to do that? Dr. Patel said he will see you."
I stated, "I don't like the service here! Is there a cancellation fee?"
She said no, and I exited the building. I also noticed the doctor standing in the back of the office as this was happening.
I do not know the name of the service clerk.
First, she had called and left a voicemail on my cell phone the day before the appointment stating she needed insurance information but mentioned nothing about arriving early to fill out paperwork. I feel that if the paperwork is crucial enough to cause this childish attitude, that it should be mailed to the customer, just like my dentist and ophthalmologist offices did before my first appointments with them. I also feel they don't need my private, sensitive insurance information until moments before being treated.
This business has clearly forgotten why they have a job and why they can receive a paycheck. It's because of the customers. If this business owner discovers that some easily replaceable service clerk is so easily driving away customers from their lucrative business, I'm sure she would be let go. This business must take a long hard look at their business morals and practices.
I do not recommend Sound Medical Associates to anyone. I would recommend a privately owned business where their paycheck is directly influenced by your business.
Pros: Close to home
Cons: Unsatisfactory Service
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